Job Description

As a Team Manager for Social Security Scotland, you will make a real difference to the people across Scotland by supporting them to apply for our benefits. You will lead and coach a team of Client Advisors who engage with people through telephone calls, web chat, letter, email and provide a friendly and high standard of service. Team Managers play a crucial role in the organisation, ensuring our client facing operations and services perform in line with our objectives and values.

Client Services Delivery is the main operational delivery division within Social Security Scotland. Our teams deliver a wide range of benefits and services to those most in need across Scotland. This includes people on low incomes, disabled people, carers, young people entering the workplace and to help people heat their homes.

This role is part of the Operational Delivery Profession which is a recognised Civil Service profession and the largest profession within Social Security Scotland. As a client facing organisation, delivering benefits to the people of Scotland, being part of the profession recognises the important role you will undertake.

Responsibilities

• Lead and coach a team of Client Advisors, role-modelling effective leadership behaviours by demonstrating care, curiosity, and showing how everyone's contribution can improve team and divisional performance.
• Use operational management information to assess team’s performance, including productivity and quality, whilst identifying opportunities for learning and improvement.
• Engage regularly with your team to monitor performance of case processing and client communication activities to support and feedback to ensure individual and team performance expectations are consistently achieved.
• Ensure team compliance with processes, procedures, and data protection regulation by performing regular quality assurance checks to support the delivery of high level of quality outcomes for our clients.
• Approving payments for clients, ensuring both accuracy of work and timely payments are received by clients when they are most needed.
• Foster a performance focused culture by encouraging your team to take ownership of their development and support them to be curious about ways to improve their contribution.
• Build positive relationships with both colleagues and clients, managing and supporting complex enquiries and complaints when required.
• Provide clear guidance and support to your team, creating an environment that values collaboration, celebrates success, and recognises individual and team achievements.
• Stay up to date with changes in guidance and policy to provide accurate advice to our clients and your team.
• Contribute to the wider leadership team in your area through sharing best practice and engaging in continuous improvement activity, ensuring insights and learning is shared with your team.
• Confidently manage your own workload and that of your team to ensure organisational objectives are met.
• Support the wellbeing of your team by nurturing an open and inclusive culture through holding monthly conversations, helping team members to set personal objectives, and ensuring they have access to all available support tools.
• Monitor and support any unexpected absence in your team, following absence management procedures and liaising with People Advice colleagues.
• Foster a culture that strengthens our organisation’s resilience by positively communicating change and maintaining a focus on the wider organisation goals.

Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here

For this opportunity, the following Success Profile elements will be assessed:

Experience

• Experience of working within a fast-paced, front-line, performance focused, customer service environment is essential.
  

Behaviours

• Communicating and Influencing (Level 2)
• Working Together (Level 2)

You can find out more about Success Profiles Behaviours here

How to apply
Please apply online, providing a Supporting Statement (of no more than 500 words) providing evidence of how you demonstrate the Success Profiles noted above.

Please note that a CV is not required for this opportunity.

Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If you are interested in this opportunity, you should seek permission from your manager and C-band manager before applying on a level transfer (TLT) basis. If applying on Temporary Promotion you should inform your manager and C-band manager from the outset of your intention to apply. If successful in your application, your release must be agreed by your line manager and C-band manager or relevant unit head.

Please note that the post is only open to individuals who have satisfactorily completed their probationary period.

Please check here for full eligibility rules.

Dates to Remember
Statement submitted by: 5pm on Thursday 18th June 2026.
Informal chats: w/c 13th July 2026 (This may be subject to change)

Duration of Temporary Opportunity
This opportunity is until March 2027.

Hybrid Working
Our standard hours are 35 hours per week, and we offer a range of flexible working options, depending on the needs of the role. You may be required to work set start and finish times between 8 a.m. and 6 p.m. to ensure we have the right levels of resource in place to meet client demand. We embrace a hybrid working style where all colleagues will spend time in our Dundee or Glasgow offices. You are required to work a minimum of 2 days per week in your assigned location, which will be Agnes Husband House, Dundee. These days may be set by a rota to enable teams to benefit from working together on office days.

Further Information
This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, Scottish Government Main or Common Citizenship organisations. Please note that applicants from Common Citizenship organisations may apply only on a promotion basis and not via a level transfer.

Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at recruitment@socialsecurity.gov.scot

If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot

If you have any questions about the role please contact David Oakley at david.oakley@socialsecurity.gov.scot